酒店外包服务标准操作(中英版).doc

酒店外包服务标准操作规程 G UEST E XPECTATION 客人期望: It may happen that I need other Business Services which can not be delivered by the Hotel. I think it is great if the Hotel can offer contracted Business Services . 也许我需要的服务不能由酒店直接提供,希望酒店能提供外包商务服务。 Why is this task important for you and our guests? 为什么该任务对你和我们的客人都很重要? Answers 回答: understand the guest expectation. 我了解客人的期望。 2. Many of our guests are Business people and have high expectations. 很多客人是商务客人,有很高的期望。 3. We are able to show our professionalism. 我们能够展示职业化水准。 4. We are able to increase our GSTS score. 我们要提高客人满意度。 STEPS 步骤 How /Standards 标准 1) e 欢迎 e the guest and ask Guest kindly: 欢迎客人并礼貌地询问: “ Madame/Sir - How can I help you ”? “女士/先生,我能帮你忙吗”? Show the guest to the private area if need be. 如需要,可引领客人至专区。 2) Check 核查 Check the request against the services offered before accepting the work. 接受任务之前要核查是否提供此服务。 If you are not able plete the task, ask for help from your Supervisor. 如果不能完成任务,寻求主管的帮助。 Obtain the guests ’ name and/ or room number. 获取客人姓名及/或房号。 3) Charges 收费 Advise the guest of the cost. 告知客人收费情况。 4) Service 服务项目 Contracted Services may include 外包服务项目包括:? Courier Services 递送服务? Translat ion service 翻译服务? Temporary Secretary 临时秘书 5) Presentation 展示 Ensure that pany presents his/her employees well groomed. 确保外包公司员工的仪容仪表。 6) Delivery 交付 Present panies employee to the guest by name saying: 将外包公司员工介绍给客人说: “ Madame/Sir, this isN